VP of Implementation

The VP of Implementation is an executive role responsible for overseeing the successful planning, execution, and delivery of all client implementation projects across the organization. Reporting directly to the Executive Vice President, this position provides strategic direction for the implementation team, manages a portfolio of concurrent client implementations, and ensures projects progress predictably from planning through go-live and adoption. The role combines people leadership, project and program management, technical and data implementation experience, and executive client engagement. The ideal candidate is able to build scalable processes and team capacity while remaining close enough to the work to resolve complex implementation issues, support new and evolving products, and coordinate effectively across technical, operational, and client-facing teams. This individual thrives in a collaborative, fast-paced environment and is committed to operational excellence, client satisfaction, continuous improvement, and the highest standards of quality, accountability, privacy, and data security. Key Responsibilities

- Provide strategic leadership and direction for all client implementation projects across the organization.

- Lead, mentor, and develop implementation team members, establishing clear responsibilities, accountability, and a culture of collaboration and excellence.

- Forecast implementation demand and team capacity, balance workloads, plan for staffing needs, and maintain appropriate cross-training and backup coverage across key implementation functions.

- Oversee multiple concurrent implementations, ensuring integrated plans, milestones, dependencies, risks, scope changes, readiness activities, and go-live requirements are actively managed.

- Ensure projects are well-scoped, well-planned, and delivered with high quality; identify delivery risks early and lead corrective action when projects deviate from plan.

- Collaborate with the CTO, IT Manager, Software Development managers, Product, Data, Client Engagement, Sales, Support, technical leads, and other project stakeholders to drive successful implementation outcomes.

- Partner with Product and technical teams on new products and major product changes to define, pilot, and refine the implementation approach as product capabilities and client requirements evolve.

- Develop and continuously improve practical implementation processes, documentation, templates, handoffs, metrics, and escalation practices to improve consistency, efficiency, and quality.

- Work directly with customers on implementation planning, training, process workflows, system configuration, and data mapping.

- Build and maintain strong relationships with client leaders, setting clear expectations, facilitating decisions, resolving issues and trade-offs, and supporting successful adoption and long-term partnership success.

- Manage and maintain project information, including implementation scope and definitions, specifications, timelines, decisions, action items, risks, and other required project documentation.

- Review contract language to ensure alignment with implementation scope, timelines, deliverables, client responsibilities, and internal commitments.

- Schedule, lead, and document implementation planning and governance meetings; manage cross-team communication, dependencies, decisions, and escalations.

- Establish and maintain project tracking, reporting, and metrics for individual implementations and the overall implementation portfolio, including visibility into schedule, risks, capacity, and readiness.

- Ensure client data interface specifications are approved and coordinate data mapping, validation, issue remediation, and reconciliation throughout implementation.

- Support Client Engagement and SIU in understanding client data nuances and workflow impacts; research questions, coordinate resolution, and provide documentation as needed.

- Understand and comply with all c